One of the primary objectives of a help desk software solution is to improve the service desk's operational efficiency. Choose a product with self-service features to streamline incident resolution and reduce call volume by as much as 15%.
Types of Self-Service
Most of the leading help desk software packages now offer integrated self-service. This term can mean different things in different products. There are two levels of self-service available:
- Self-serve incident submission and tracking. End-users can submit tickets via Web-based forms or e‑mail. They can also obtain status updates on the tickets they submit, usually through a Web interface.
- Self-serve knowledge base. Products that have this feature usually include self-serve incident submission and tracking as well. Help desk staff compile information on common requests into a searchable list of issues and solutions for end-users...
